HND商务沟通报告仅供参考.docx

HND商务沟通报告仅供参考.docx

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HND商务沟通报告仅供参考

1.0Introduction

Thepurposeofthisreportistoinvestigatewhichcoffeeshopissatisfiedwithstudent.Itisaboutenvironment,price,tasteandfactors.Theaimishowtocreateagoodcoffeeshopforstudent.Theintendedreadersareteacher,studentsandcoffeeshopcustomerservice.Therearefivecoffeeshopinourschool,boxingdi,MAANcoffee,campusstorycoffee,Jiananmeidiandwaterthroughstonecoffee.

2.0Procedures

Thereareseveralsourcesofcollectinginformationaboutcoffeeshop.Theinternetisimport,itisconvenientandfast.Somepracticalpointofviewneeddoquestionnaire.Questionnairecanreflecttheissues.Accesstobookisaeffectivewaytocollectinformation,somequestionneedobservation.

3.0Literaturereview

3.1customerservice

Customerservicecanbedefinedas'values'whichfollowsthecustomer.Daniel.Y.D（2006）hadconcludedthatthemaingoalofcustomerserviceistosatisfythecustomers.Itgathersandmanagestheoptimalcostinthepredetermined.Inthebroadsense,everythingcanraisethesatisfactionofcustomercanbeintherangeofthecustomerservice.Toraisethesatisfaction,itrequiretoreducethedifferentbetweentheexpectationofcustomersandthepracticalsituationtheyaretreated.（Bryman,2007）

Customerserviceisoftenanimportantstrategyandavaluepropositionforacompany.Fromthesalesprocess,customerservicecanbeseenasanimportantpart.Itcancheckouttheorganizationwhetherhasaperfectprocessofsaleandabilitytosettletheproblemfromthecustomer.Sotoimprovethesystemofcustomerservice,anecessarypremiseisthatthestaffsshouldbeabsorbedintheeverydetailofthecustomersandtoservicefromtheheart.Toimprovethemselvesandincreasethereresponsibilities.Givethecustomersaexceedsexpectationsservicetokeepthecustomertolongstay.Thiswillbethebaseoftheperfectcustomerservice.（Rossman,1991）

3.2collegecustomerservice

Acollegeatleasthavetwokindofcustomers,thefirstarestudentsandbusinesspractitioners.Theotherisacademics.Collegecustomerservicenotonlyaboutstudentscanteen,dormitory,storeandothersfacilities.Knowledgeandacademicsaremoreimportantforstudent.（cathrye,2005）.Studentsarecustomersforschool,theygivemoneytoschoolandschoolprovideservice.Soschoolserviceshouldtransparency.（peter,2007）.Scottsaidthatifcustomerservicefailures,theschoolshouldanalysisit.Theimpactofserviceoperationsfailuressatisfaction:

evidenceonhowfailuresandtheirsourceaffectwhatmatterstocustomer.

3.3coffeeshopcreate

Coffeeisoneofthethreemajorbeverageintheworld,astimeadvancesandtheopeningupofchinaintothewesternculture,peoplebagantoacceptcoffee,understandingandconsumption.Coffeeshopshouldhaveownbrand,thatisimportant.Starbucksisaroundalltheworld,itbusinessphilosophyandservicefocusedonsixareas,brandpositioning,brandexperience,brandequityaccumulation,brandcommunication,brandandbrandextensionchain.Starbucksonthesuccessfulexperienceofthebrandstrategyis:

thethirdspace,auniquebrandpositioning,experientialconsumptionaroundwithcustomer,employeesandsuppliers,therelationshipbetweenassetaccumulation,coffee,religion,wordofmothspread,strictandflexiblewaytojointhebrandextensionofrichStarbucksbrandvalue.（Ray,2005）.Thecustomerserviceisimportant,butacoffeeshopshouldhavegoodenvironment,welltaste,andmoreothers.

4.0Research

4.1Method

Mymethodofdatacollectionhavethree:

interview,questionnaireandobservation.Iinterviewourschoolmate,askthemhowtheyfellaboutourschoolcoffeeshopandwhichcoffeeshoptheyusuallyconsume.ButIthinkinterviewnotcomprehensive,soIdosomequestionnairetosurveythequestion.Thequestionnaireinvolvecoffeeshoplocation,taste,environmentandothers.Questionnairecanmakesurveymoreclearanddefinite.Thatisaeffectiveway.Theobservationisalsoimportant,somesubstancequestionneedobserve,thenobtainconclution.

4.2Limitation

ThelimitationofquestionnaireisIjustsurveyHNDstudents,mostofHNDstudentsliveinxuezhi,sotheresultmayinfluencebylocation.Questionnairegiveouttogirlsthantoboys.Girlsmaypaymoreattentiononenvironment,boysmaymostmindtaste.Sosomeresultmaynotveryaccuracy.

4.3dataanalysis

4.3.1Theintroductionofquestionnaire

Igiveout105questionnairestostudents,allthequestionnairegivetoHNDstudents,includeclassmates,roommatesandotherstudents.Thegirlsaredoing70share,boysaredoing35share.Becausemoregirlslikestayincoffeeshop.Theyalwaysdoinghomeworkortalkwithstudentincoffeeshop.Boysmorelikepubs.Sogivemorequestionnairetogirls.Thequestionnaireisaboutschoolcoffeeshop.SurveyaboutwhichcoffeeshopissuitableforHNDstudents.Myquestionnairehave10question.Thefirstisaskhowoftenstudentsgotocoffeeshop.Thesecondistalkaboutwithcoffeeshoppopular.Thethirdisaskaboutwhotheywillgocoffeeshopwith.Theforth,sixth,seventh,eighth,nintharetalkaboutthereasonofcoffeeshoptheychoice.Thefifthissaycharacteristics.

4.3.2Analysisdataandsurveyresult

Thequestionnairedatashowthatthecampusstorycoffeeismostpopular,somestudentalsolikestudyatBoxingdi.SomestudentlikegotoMAANcoffee.Itisthethird.Littlestudentwillgotowaterthroughstone.SeldomstudentlikegotoJiananmeidi.（SeeAppendixC）

Ifthestudentgotocoffeeshoptostudy,theylikegotoBoxingdi,becausemanystudentsstudyatthere,theycanconclusionatBoxingdi,andthepriceislowthanothers.Ifhaveameetingwithfriendorboy/girlfriend,mostofstudentmaychoicexiaoyouji,xiaoyoujihavesofaandenvironmentisbest.Itwarmthanothers,andquiet.Ifonlywanttodrinkcoffee,MAANcoffeeispopular.Jiananmeidiissuitableformakebusiness.Littlestudentchoiceshuichuanshi.Thedatashowthatgirlsgotocoffeeshopusually,boysonlywaitingatthere,orcomplainwithgirls.Everycoffeeshophaveitownspecial.Butdonothaveacoffeeshopperfect,somanystudenthavesuggestion.Likeshop’sinternet,chairs,tasteandothers.（SeeAppendixBandAppendixD）

4.3.3Analysisreason

surveyshowthatthepopularcoffeeshopinourschooliscampusstorycoffee,moststudentschoiceitbecausetheenvironmentisgood,foodtasteiswell,ithavewi-fi,anditopen24hours.Inourschool,onlythiscoffeeshopopen24hours,soifstudentsneedstudyatnightorhaveameet,theywillchoiceitfirst.Theinstallationisgoodthanothers.Ithassofa,tablelampandlightletstudentfeelwarm.Soitmostpopularthanothers.ThesecondpopularcoffeeshopisBoxingdi.ItisnearestHNDmaindormitory,sothelocationisbestforHNDstudents,butitatunderground,somestudentdonotknowit.Thefoodisnotwellbutcheapthanothers.Thecoffeeistastewell.

Itisalittlenoise.MAANcoffeehaveitowncharacteristic.MAANcoffeeshop’scoffeeisthebestinschool.Itsmellsavoury.Ifyouordersomething,theywillgiveyouacolorfulbearreplacereceipt,thatreallyspecial,makestudentshaveagoodmood.AndMAANcoffeeshophavemanyforeignstudentsatthere,wecanmakefriendswiththem.Mostpeopledonotlikegotowaterthroughstone,becauseitfarawayfromHNDclassanddormitory.Itenvironmentandtastenotgood.SoHNDstudentdonotgotothere.SeldomstudentgotoJiananmeidi.Becausetheplaceissmall,anditsuitablefortalkaboutbusiness,notsuitableforstudyorhaveameet.

5.0Conclusion

Inourschool,mostgirlslikegotocoffeeshop,theenvironmentistheimportantthanothers.Thewholefactorisalsoimportant.Moststudentsgotocoffeeshopforstudy.Soitneedsquiet.Inthewinter,goodlocationisasuperiority.Internetismustwhenstudentsstudynow,sowheterhavesteadywi-fiisalsoneedconsider.

6.0suggest

Ourschoolhave5coffeeshop,butthesearenotverysatisfiedwithstudent.Goodservicecantakemorebenefitforshop.Sothecoffeeshopshouldprovidetheirservice.Thatincludechangeenvironment,makemoregoodfood,shopassistantprovidegoodservice.Coffeeshopshouldhaveitownerbrandandcharacteristic.LikeStarbucks,thatwillattractmorestudents.Coffeeisdevelopinchinanow,coffeeshopisnotonlyaplacetodrinkcoffee,peoplelikegototheretorelax,soStarbucksthethirdspaceispopular.Schoolshouldpopularizecoffeeculture,letourschoolstudenthaveagoodcoffeeshopatmospheretostudyandrelax.

7.0References

Bryman,AandBell,E（2007）businessresearchmethods,2ndEdition,newYork,Oxforduniversitypress.

Daniel.Y.D（2006）Internationaljournalofmarketresearch,Vol.43,Quarter4,pp.361-375.

Rossman,S.（2002）learningandDevelopment,London,CIPD.

Cathrye,D（2005）schoolcustomerservice,3rdEdition,Gower.

Ray,T.（2005）,managingknowledge,sage,London.

peter,Z（2007）,industrialandcommercialtraining,Vol.40,No.1,pp.39-40.

8.0Appendices

8.1AppendicesA

TheCampuscultureofthecoffeeshopinHNDstudents

I'msorrytotakeupyourvaluabletime,hopeyoucancontributeyourpowerincampuscafeculturetoRenminUniversity.Appreciate!

1.Howmanytimesyougotocaféinsideofcampusnormally?

*always*notmanytimes*rarelyhavechancetogothere

2.Whichcaféisyourchoicenormally?

*XIAOYOUJI

*BOXINGDI

*JIANANMEIDI

*MANCOFFEE

*WATERSTONE

3.Whowillgotothecaféwithyouwhenyouaregoingtocafé?

*alone*friends*classmates*lover*somebodyrelatetoyourwork

4.Whatisthereasonyouselectinthesecondquestiondoyouthinkitisattractingyou?

*price-plea